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HDI QQ0-301 Exam Syllabus Topics:

HDI Service Desk Manager (SDM) Sample Questions:

1. What is a best practice to follow when you are taking actions that will affect other departments or teams?
(Choose 1)

A) Make a presentation to other teams letting them know what you have done.
B) Give serious consideration to what people will think of you if your ideas do not work.
C) Implement your ideas as soon as you have decided on the best course of action.
D) Discuss with other managers to identify the possible effects of your actions on others.

2. Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

A) Your team is unsure of how to resolve the problem.
B) Your team is short-staffed due to training commitments.
C) Your team should be more visible in the company.
D) Your team cannot resolve the problem using remote support methods.

3. What is a common type of customer satisfaction survey used by the Service Desk?
(Choose 1)

A) A selective survey.
B) An annual or periodic survey.
C) An email survey scheduled for every Tuesday.
D) A telephone survey to 25 customers a day.

4. You are asked by your IT Director to write a report for the Board on the manner in which the Service Desk is supporting the strategic plans of the organisation. What key point does this request demonstrate?
(Choose 1)

A) That your understanding of the expected and desired role of the Service Desk is recognized.
B) That your request for additional service desk staff will be agreed to.
C) That your offering to work over the holiday period has been appreciated and this is a way to get you noticed.
D) That your marketing strategy is succeeding.

5. Which is the key benefit to be achieved from Incident Management?
(Choose 1)

A) Operational targets reflect IT needs.
B) Improved customer feedback.
C) Accurate SLA reporting.
D) Reduced incidents.

Solutions: